Senior Manager, Customer Solutions Engineering - Strategic Accounts

FullStory
Atlanta
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Leadership","Coaching","Executive communication","Process building","Data-driven storytelling"]

Lead the Customer Solutions Engineering team for Fullstory’s most complex strategic accounts, partnering across Customer Success and Sales to drive technical health, adoption, and renewal/expansion outcomes. Develop and coach 4–6 Strategic CSEs, build repeatable playbooks and executive-facing QBR/health-scoring frameworks, and step in on escalations and executive relationships. Systematize renewal narratives while driving AI-powered workflows and capacity expansion using digital experience and analytics tools.

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FursaFursa
FullStory
FullStory
4 days ago

Senior Manager, Customer Solutions Engineering - Strategic Accounts

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Last checked: 14 hours agoStatus: Live

Job Summary

Lead the Customer Solutions Engineering team for Fullstory’s most complex strategic accounts, partnering across Customer Success and Sales to drive technical health, adoption, and renewal/expansion outcomes. Develop and coach 4–6 Strategic CSEs, build repeatable playbooks and executive-facing QBR/health-scoring frameworks, and step in on escalations and executive relationships. Systematize renewal narratives while driving AI-powered workflows and capacity expansion using digital experience and analytics tools.
Location: Atlanta
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead and develop 4–6 Strategic CSEs, owning hiring, onboarding, and performance management for the tier.
  • •Own the team’s NRR contribution by tracking renewal risk, expansion pipeline, and technical health across the strategic book.
  • •Serve as the senior technical voice for escalations, stalled expansions, and executive relationships that require leadership presence.
  • •Partner with Sales leadership to align on account prioritization and territory strategy, communicating revenue mechanics (NRR vs. GRR, RPS).
  • •Build consistent systems for renewal narratives, POC/PoV frameworks, QBR structures, and value delivery/health indicators; drive AI-powered capacity expansion workflows.

Pay and Benefits

Perks:Learning BudgetPaid ParentalPaid LeaveStipend

Key Requirements

  • •5+ years of experience in Customer Success, Sales Engineering, or Technical Account Management, with at least 2 years managing a technical customer-facing team.
  • •Demonstrated success managing or influencing renewal and expansion outcomes for enterprise/strategic accounts ($300K+ ARR).
  • •Strong understanding of web/mobile technologies (HTML, CSS, JS, APIs) and comfort discussing data architecture, integrations, and digital experience platforms.
  • •Fluency with current AI tools and frameworks (e.g., Anthropic, OpenAI), including operationalizing generative AI adoption and workflows within delivery.
  • •Track record building and scaling repeatable processes (playbooks, QBR frameworks, health scoring, POC methodologies) across a team.
Experience:Enterprise accountsDigital experienceTechnical account managementAI tools
Skills:LeadershipCoachingExecutive communicationProcess buildingData-driven storytelling
Tech Stack:AmplitudePendoMedalliaAdobeAnthropicOpenAIHTMLCSSJavaScriptJSAPIsData architectureIntegrationsDigital experience platformsGen AI

Company Brief

FullStory
Provides a digital experience intelligence platform that captures and analyzes customer behavioral data to help product, engineering, and marketing teams improve web and mobile user experiences and conversion.
Industry: Data Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: Atlanta, United States
Founded: 2014
Glassdoor
Glassdoor: 3.0
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